Soni Interiors / Rug King

.

This turned into a customer service nightmare from the moment after the "Rug King" got my payment via credit card. We originally purchased in-stock engineered hardwood flooring, tile, and baseboard. The materials themselves were of good quality, and immediately available for delivery. We arranged for delivery with-in 1 business day; however, 2 days later we were informed by the company that they were having problems scheduling with their third party delivery service and it would take another several days to get on the schedule. At this point we were about a week beyond the next -day delivery promised and paid for. During the course of their extensive delay, we changed plans and decided to carpet rather than install the hardwood. After looking at the "Rug Kings" return policy on-line, it was a standard return new-condition policy allowing 100% return for unused material. Since we hadn't actually taken delivery, nor had it been pulled from in-stock inventory, there appeared to be no problems. "Appeared" is the operative word here. As soon as I called to change the order, the sales help stated that the company had a non-negotiable 20% restock fee on all materials purchased, whether picked up, delivered or merely paid for. I stated the above facts, concerning their on-line return policy and the now 2 week overdue next day delivery. This fell on deaf ears; they insisted that only the owner, the very "Rug King" himself could change his policy. At this point I returned to the warehouse to continue the conversation and was shown the plethora of 20% restock fee printed sheets seemingly taped to every vertical surface. Their issue seemed to be that I should have seen their bright yellow 20% re-stock fee flyers everywhere and not concentrated so much on the verbal assurances from the owner that there would be no problems with returns, nor their stated on-line return policy. It should be noted here that all employees and the Rug King himself were very friendly and non confrontational, just not particularly helpful. It was just that they seemed to like their 20% restock fee policy so much better than their on-line policy. Now the great day had arrived that I was granted an audience with the "Rug King" in person. I stated that I was now aware of both of their official policies, but wanted to see if we could work out an arrangement that allowed us a win/win solution. I showed him the carpeting he had in stock that I would like to substitute for the hardwood flooring. He figured and scribbled and calculated and finally announced that he would allow a substitution and even refund the difference WITHOUT paying his restock fee. The only catch for this munificence was that I use his carpet installer, a very prompt and capable installer I am told. His installation fee of $5.00 a yard was high, but worth the extra money. At this point I was so relieved I agreed immediately, his $1000 fee was nearly the same as the $1200 re-stock fee so it seemed like a wash. Now begins the next phase of the Rug King saga. His prompt and capable installer was scheduled to come to my home and measure for the carpeting that afternoon or the following day. At the end of the second day, I called the warehouse and asked again when the installer would come by to measure. After expressing incredulity that he had not appeared, the sales clerk called the installer with me listening to the conversation. The prompt and capable installer stated that he was having difficulty with a job and was delayed - he would arrive the next day to measure. At the end of the following day, I stated that I would be out of town for 4 days and needed the measurement done the day I returned. Again, I was assured the prompt and capable installer was right on top of the job. After another week of the same activities, I told the company to have an installer at my house the next day or the whole affair would go to the Better Business Bureau or small claims court. The assured me at this point that they were going to use an outside contractor, and that he would contact me that day. Unbelievably, that day I received a call from the new installer and scheduled a measurement at 6:00 am the next day on his way to a job. A bit of an unbeliever at this point, I was amazed when the young man showed up at the appointed hour, measured and said he would arrive the next morning for installation. The scheduled installation happened when he promised and I was very happy with the result. During the course of the installation, I asked the young man what the "Rug King" was paying him for the job, He stated $2.50 a yard. I thought I was past being shocked with the Rug Kings business practices - I was wrong. The Rug King got the last laugh after all. DO NOT DO BUSINESS WITH THIS MAN!!!!

I visited their warehouse in Sanford two (2) times and worked with their sales rep, Hugh. Appeared very knowledgeable and made recommendations for the bathroom remodel and shower rebuild. He allowed me to take home sample tiles to think over my final decision. I contacted him after seeing a style of tile on their website that I did not while I was at their warehouse. Hugh assured me the tile was appropriate for use for a shower floor, walls and bathroom flooring. Since I do not have a vehicle large enough to transport the tile, I also had to pay $75 for delivery to my home. The tile looked nothing like the pictures they advertised on their website. The tiles were 3x the size needed. Also, my contractor doing the remodel of my bathrooms looked at the tiles and informed me they were not appropriate for shower floors or walls. They were designed for floors (other than shower). This would delay work being performed. The vanity, vanity top with under-mount sink were I contacted Hugh and told him the tile was not appropriate for use in shower floors or walls and it would need to be returned. I also questioned why he recommended this tile and especially since I had met with him 2 times prior to our call and discussed in detail the remodel of the shower and shower floor. Hugh immediately became defensive and said I should have known what I was ordering. I admitted during our meetings that I had a large learning curve to overcome in the remodeling department and would need his "expert knowledge" to help me pick out appropriate tile. He maintained a very unprofessional attitude during this entire call which was not what I experienced when I met him in person two times at their warehouse. He called me the following Monday and informed me that I would have to pay $75 to have the order returned. Though I do not feel I should have to pay for a return of product if I was mislead by someone who obviously did not know which tile was appropriate for the shower floors and walls. Due to the unprofessional manner I experienced when I called about returning the tile I decided I would return my entire order including the vanity, vanity top and sink. He contacted me two (2) days after the items were returned to get my credit card number again to run the credit. It took 1 week for me to receive the refund and only after I was charged a 20% restocking fee. Again, I believe this should have been waived since I was informed this tile was appropriate to use in showers. The only good I found during this experience was the price was great. however, I would rather pay more somewhere else who treats their customers with respect and have knowledgeable sales reps.